JOB PURPOSE

The Customer Success Manager (CSM) is tasked with the responsibility of ensuring that customers achieve their goals by effectively utilizing our product. He/She is responsible for building strong relationships, providing proactive support, and ensuring customer satisfaction, retention, and growth as per Watu SL's standard. The CSM will also collaborate with customers to understand their requirements, align them with our products, as well as identify prospects for business growth.

KEY RESPONSIBILITIES 

Customer Onboarding:

• Responsible for supporting new clients through the Watu SL onboarding process to ensure their success from day one.
• Conduct training sessions on products, where Watu SL standards are observed and subjects include features and recommended practice.
• Maintain a minimum average Quality Control (QC) score of 95% per month as set by the approved call scripts for outbound calls (OC).
• Maintain an Average Handle Time (AHT) on different call campaigns with customers at least five hours every day.
• Keep accurate track of the time it takes to react to solve customer problems i.e. Average First response time, and also how much time is spent in solving such issues or Average Resolution Time

Relationship Management:

• Ensure that 95% of the team's monthly set deliverables and Key Performance Indicators (KPIs) are achieved.

• Responsible for building strong sustainable long-term relationships with key business stakeholders.
• Team empowerment: Lead, coach, mentor and develop team members to ensure efficiency and effectiveness, and also conduct regular individual meetings, and formal annual performance review processes as well as receiving feedback for better results.      
• Support Watu SL's Net Promoter Score (NPS) by assessing client satisfaction and loyalty. Ask clients how likely they are to recommend Watu SL products to others.
• Conduct a survey and gather valuable feedback that are pivotal in understanding and improving Watu SL customer experience.
• Drive Complaint Resolution Rate (CRR), aiming to achieve a monthly minimum of 75% of complaint resolution rate for all escalated client issues. 
• Support effectively in resolving customer complaints promptly.

Customer Success Planning:

• Drive Customer Success Team Efficiency by measuring the productivity and effectiveness of the team through metrics such as the number of customer issues managed per team member.
• Create and implement client success plans tailored to individual customer needs in line with Watu SL standards.
• Evaluate and Monitor customer health and proactively address any risks to Watu SL client satisfaction or retention.
• In collaboration with other department heads, draft customer success stories and share them for publication once approved by management. .
• Improve Turnaround Time (TAT): Ensure the timely delivery of insightful Customer Care reports by consistently meeting established deadlines in collaboration with your immediate supervisor.
• Customer Lifetime Value (CLTV)- forecast total revenue expected from a customer over their relationship with Watu Africa SL

Product Adoption and Usage:

• Analyze customer usage data to identify opportunities for increased product adoption and value realization.
• Provide insights and recommendations to Watu SL Management and also support customers to maximize the value of Watu SL products and solutions.
• Evaluate Feedback Implementation Rate by evaluating the percentage of customer feedback that leads to product and service improvements.

Advocacy and Feedback:

• Act as the voice of clients within Watu, delivering feedback to internal teams to enhance products and services.
• Advocate for customer needs, collaborating with cross-functional teams to address and resolve issues effectively.
• Compile and analyze client feedback, generating comprehensive reports and providing recommendations to Watu SL Management for improving Customer Success.

Reporting and Metrics:

• Track and report on key customer success metrics, such as customer satisfaction, retention rates, and product usage.
•  Effectively use data to inform strategy and decision-making.
• Ensure consistent Call Answer Rate (inbound) (CAR), by achieving a minimum score of 60% of calls answered by the team per month.

QUALIFICATIONS

Education:

Bachelor's degree in Business, Finance, Marketing, Communications or any related field of study. 3-5 years of proven experience in customer success, account management, or a related role, preferably in the Fintech industry.

Required Skills:

• Strong understanding of financial products and services.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving skills and the ability to think strategically.
• Proficiency in using CRM software and other customer success tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Fluency in English; additional languages are a plus.
• Excellent Report writing skills.
• Good IT knowledge and capabilities and ability to learn new software tools on the job.

Responsibilities: Engage with customers to understand and meet their needs, fostering strong relationships and high satisfaction levels while serving as a liaison to ensure effective communication between internal and external teams. Track and analyze retention metrics, develop optimization strategies, manage customer success teams, and integrate feedback into internal processes to enhance customer loyalty and improve products.

BENEFITS:

• Competitive compensation package
• Health Insurance
• Professional development opportunities
• Collaborative and supportive work environment
• Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those.
• Opportunities to learn and grow together with us.